9 Ways to Improve Your Customer Service
6. Make it easy to transfer from one customer service channel to another, Gliedman said, such as the ability to transfer from IVR to a live agent. If you send a customer service e-mail, make sure it includes your telephone number so customers have the option to speak with live agents. At the same time, make sure all phone calls provide online options.
7. Be prompt with e-mail. Customers expect e-mail responses from companies within one business day, Gliedman said.
8. Leverage all service areas across all channels, Gliedman advised. Specifically, he suggested that marketers think of the various channels as fingers on one hand — they need to work together and can’t be treated as independent of each other. Take a phone call with a customer that leads to an e-mail, that includes a link that could lead to a live chat, he noted as an example. This integrates most of your channels to help provide the best possible experience and solution for customers.
9. Use rich media when appropriate and only when it delivers a better customer experience. An example of a good use of rich media Muchow pointed to would be where an electronics marketer adds to its site a link of a YouTube video that shows customers how to set up a complicated entertainment center they just bought.